Technical Support Administrator

Canon New Zealand; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Canon Business Services Centre Philippines is looking for a Technical Support Administrator to assist customers with basic troubleshooting of printers, scanners, calculators, and related products. You will handle inbound calls and emails, perform occasional outbound calls, and document interactions in our systems.

Ideal candidates will have customer service experience, good communication skills, and a willingness to learn product knowledge across Windows and Mac platforms.

Qualifications

• Experience in customer service or call center is preferred.
• Ability to troubleshoot consumer electronics via guided steps.
• Strong verbal and written communication with customers.

Responsibilities

• Answer inbound calls and emails, and provide clear resolutions to customers.
• Occasionally perform outbound calls to assist with troubleshooting.
• Identify customer issues and advise on available support options.
• Stay updated with product knowledge and escalate issues when needed.

Skills

Customer service

Communication

Troubleshooting

Call handling

Tools

Windows OS

Mac OS

Job description

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About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon BusinessServices Centre Philippines helps organisations optimise, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeingthem up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solvingour clients’ key challenges. With a commitment to delivering the best service management experiencepossible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable,scalable, and cost effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll beempowered to focus on your career progression and turn your goals into reality as an integral part of thegroup’s success.

About the role

The Technical Support Administrator will support inbound call transactions with substantial outbound phone and email duties falling into the categories below.

Technical Enquiries on the following but not limited to consumer products:

• Printers
• Faxes and Scanners
• Calculators
• Binoculars
• Accessories and consumable items

Technical Support Administrators are expected to support customers with basic troubleshooting of the mentioned product ranges using both Windows and Mac operating systems.

Primary Job Functions:

• Answer inbound calls / voice messages / make outbound calls / emails and respond to customer’s inquiries and effectively communicate resolution to customer’s issue.
• When required, do an outbound call to customers to further help with troubleshooting.
• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with client procedures.
• Outline any guidelines to customers in accordance with client procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to escalated issues outside of service boundaries to Team Leader.
• Assume responsibility for ensuring that customers' experiences with Canon exceed their expectations
• Create a positive impression on Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Update the record if necessary and verify if information is correct through external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self towork, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity. As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on thenature of your employment with Canon Group and the country where you work.

All applicants must be eligible to work in the country they are applying to at the time of application.